Customer Service, Billing Analyst, Email Support
Metro Manila
Experienced Customer Support Specialist with 10 years of experience delivering high-quality, empathetic assistance to US-based clients. For the past 5 years, I have worked remotely, mastering independent problem-solving, real-time communication, and workflow organization. I excel in managing high-volume inquiries via chat, email, and ticketing systems while maintaining exceptional satisfaction scores. Known for my reliability, attention to detail, and calm approach under pressure, I prioritize clear communication and swift resolution to ensure every customer feels heard and supported.
Optum Global Solutions (UHG), full_time
Feb 2021 to Present
• Conducted detailed analysis of medical claims, billing data, and payment trends to identify discrepancies, unbilled services, and potential revenue leaks. • Audited complex accounts, denial codes, and reimbursement patterns to recommend corrective actions and optimize cash flow. • Generated regular financial, aging, and performance reports for operational leaders and healthcare management. • Collaborated with billing, coding, and clinical teams to resolve root causes of recurring claim rejections and streamlined workflow efficiency. • Maintained data integrity across management systems while strictly adhering to HIPAA and healthcare billing regulations.
Recordflow Global Inc., full_time
Jan 2016 to Apr 2020
• Managed end-to-end retrieval of sensitive medical records for US-based healthcare providers, law firms, and insurance clients in strict accordance with HIPAA regulations. • Contacted hospitals, clinics, and custodian of records to request, follow up on, and expedite document processing. • Reviewed retrieved medical documentation for quality, completeness, and legibility before secure digital delivery. • Maintained accurate status updates and logs in internal databases while resolving document discrepancies or administrative delays. • Communicated professionally with medical facilities to navigate complex authorization requirements and ensure timely delivery.